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Frequently Asked Questions (FAQ)

Do you have a shop I can visit?

No sorry we are 100% online.  We are a small family business based in rural NZ

Do you ship internationally? 

Not currently.   However we hope to offer this option in the near future to Australia - Please contact us at  orders@thehiddentreehouse.co.nz  for a shipping quote .

What sort of paints do you use?

We use non-toxic natural paint which is VOC free from a NZ based company. 

How long will it take to receive my order?

Our time frames for ‘made to order’ items are noted clearly within the descriptions of the products.  Time frames provided vary from product to product, so if for example one product you order says 1 week and another product states 2–3 weeks, then your order combined will be shipped based on the longest timeframe.  

For items in our store which do not state made to order – these will ship the next working day (Mon-Friday) provided you have not also ordered any ‘made to order’ items in the same order.

Once shipped we will email you a tracking number and you should receive your order within 3 – 5 working days depending on your location in NZ.

You just sent me my tracking number, but there is no tracking info showing when I check?

As we are based in Rural NZ – please allow 24 hours for the tracking details to show.  If we email your tracking details on a weekend – this could extend to 48 hours before tracking will show.

Can we be invoiced for an order?

Yes!  But we offer this to Schools, Preschools only.  The best way to ensure the stock you require is set aside for you - place your order online via our webstore and at checkout – select payment option “Bank Transfer/Deposit”.   Then drop us an email at orders@thehiddentreehouse.co.nz  and let us know you require an invoice to be sent.  We do ask payment to be completed within 2 weeks unless prior agreed by us for a longer time frame.   Please note – order will ship once payment is received.

Item I want says ‘ Made to Order’, but it’s Sold out,  how can I order?

Please email us at orders@thehiddentreehouse.co.nz to enquire the current time frame/availability.

At times during the year our workshop can become so busy we are not able to complete the time frames stated in the items descriptions, when this happens the items become sold out.    Contact us to discuss current lead times and if happy with the wait, we can process a manual invoice for you.